Assentwell for Zendesk: Terms of Service

Effective date: October 1, 2026 These terms are between Great Work LLC, 651 N Broad St Suite 206, Middletown, DE 19709, USA ("Great Work", "we") and the organization that installs the Assentwell app for Zendesk Support ("Customer", "you"). Installing or using the App means you accept them. Contact: hello@greatwork.company.

1. License. While your subscription or trial is active, we grant you a non-exclusive, non-transferable right for your agents to use the App within your Zendesk account for your internal business purposes.

2. Trial and billing. The App starts with a 14-day trial. Zendesk collects a payment card at installation and, unless you uninstall before the trial ends, bills the plan you chose monthly in advance through Stripe on our behalf: a flat monthly price for the Team plan, or a price per agent as Zendesk counts them for the Scale plan. Prices are listed on the Marketplace listing. There is no free plan. Each plan covers the number of agents and admins stated on the listing; if your account grows past it, the App keeps showing envelopes but turns sending off until you change the plan. Your Docusign subscription is separate, billed by Docusign, and not part of these terms. You can uninstall at any time in Zendesk; uninstalling stops future charges. Fees are non-refundable except where the law requires otherwise or where Zendesk requires a refund under its Marketplace terms; if the App fails materially and we cannot fix it, write to us and we will refund the affected month. We may change prices with 30 days' notice; changes apply from the next billing period.

3. Your Docusign account and your responsibilities. You provide and control the Docusign account and user the App connects to, the templates and documents your agents send, who they send them to, and which of your agents may send. You are responsible for every envelope your agents send, remind or void with the App, for Docusign's terms, plan limits and fees that apply to your account, for the legal effect and validity of the agreements you have signed, for having the right to process the personal data in your tickets and documents, and for your agents' use of the App. The App does not give legal advice and does not decide whether an electronic signature is valid for a given document or country.

4. How the App works. The App runs in your browser. It acts in Zendesk as the signed-in agent and in Docusign as the Docusign user who connected it, through Zendesk's app proxy, which holds the Docusign token. It sends an envelope, a reminder or a void to Docusign only after the agent confirms it, and then writes an internal note on the ticket. Docusign decides whether an action succeeds and sends the emails to signers. If Docusign accepts an action but the note cannot be written, the App shows the note text so the agent can add it. Status is read from Docusign when the ticket is open and is subject to Docusign's polling limits.

5. Data. Our Privacy Policy (https://greatwork.company/apps/assentwell/privacy) describes the data the App processes. We do not receive your Zendesk or Docusign data, your documents or your Docusign token. You remain the controller of all data in your Zendesk and Docusign accounts.

6. Support and changes. We provide email support at hello@greatwork.company with a first reply within one business day (Monday to Friday, US Central time). We may update the App; we will not remove a core feature (sending templates with fields filled from the ticket, sending documents, envelope status, reminders, void, attaching the signed PDF, role limits, the internal note for each action) during a paid period without notice and a pro-rata refund on request.

7. Warranty disclaimer. The App is provided "as is". To the extent the law allows, we disclaim all implied warranties, including merchantability, fitness for a particular purpose and non-infringement. We do not warrant that the App is error-free.

8. Limitation of liability. To the extent the law allows, neither party is liable for indirect, incidental, special, consequential or punitive damages, or lost profits or data, and our total liability for any claim, including any claim about an envelope sent, reminded or voided with the App, is limited to the fees you paid for the App in the 12 months before the claim.

9. Termination. Either party may end these terms by uninstalling the App (you) or by notice (us) if the other party materially breaches them. Sections 3, 7, 8 and 10 survive.

10. General. Delaware law governs, without regard to conflict-of-law rules; courts in Delaware have exclusive jurisdiction. Zendesk and Docusign, Inc. are not parties to these terms and are not responsible for the App; the App is independent of Docusign, Inc. and is not authorized, endorsed or sponsored by it. Docusign is a trademark of Docusign, Inc. If a provision is unenforceable, the rest stays in effect. These terms, the Privacy Policy and your plan are the entire agreement about the App.